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JoeNaples
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HP ENVY TS 17 Notebook PC Goes to Sleep Randomly -- all power settings set to "never"

HP Envy TS 17 - E8A11UA
Microsoft Windows 10 (64-bit)

HP Envy TS 17 Notebook PC goes to sleep randomly. All Power Settings are set to Never. Unit is on A/C power. Windows 10 (Windows 10 Home 64-bit Version: 18362.239). 

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HP ENVY TS 17 Notebook PC Goes to Sleep Randomly -- all power settings set to "never"

@JoeNaples
Thank you for posting on the HP Support Community.

  • Did this happen after a recent window or software update?
  • Have you made any hardware/software changes?
  • Does computer shutdown when Ac adapter is unplugged?

I have a few troubleshooting steps we could try to fix the issue:  

Perform Windows Update and HP Support Assistant:

To check for updates now, select the Start button, and then go to Settings  > Update & security  > Windows Update, and select Check for updates.

Install updates from HP Support Assistant: Go to Download HP Support Assistant to install the tool.

  1. To open HP Support Assistant, double-click the HP Support Assistant icon https://support.hp.com/doc-images/932/c05040382.jpg.
  2. Click My devices in the top menu, and then click Updates in the My PC or My notebook pane.
  3. Click Check for updates and messages to scan for new updates.
  4. Review the list of updates. Updates with a yellow information icon are recommended. Updates with a blue information icon are optional.
  5. Click the update name for a description, version number, and file size.
  6. Select the box next to any updates you want to install, and then click Download and install.
    And, also run 
    BIOS Update: Follow steps from the link: https://support.hp.com/in-en/document/c00042629

Hope this helps! Keep me posted for further assistance.
Please click “
Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

ECHO_LAKE
I am an HP Employee

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JoeNaples
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HP ENVY TS 17 Notebook PC Goes to Sleep Randomly -- all power settings set to "never"

Echo_Lake,

Thank you for your response. 

I appreciate the list of questions and step-by-step troubleshooting methods.

While I am very interested in finding the solution to this problem, given the astounding number and years of identical / similar issues with HP Laptops that I am reading about on various Internet "help" boards, I would hope that we could "jump to the end". I am getting older, and prefer to solve the problem for my client without needing to troubleshoot and prove what particular change occurred that initially displayed / caused the problem in the first place. Basically because "why" is very expensive (in terms of my time) to answer, and really provides no value to the client or to me, and that leaves HP and AI as the beneficiary.  WHY? Because my client will continue to apply new updates and install new software and make changes to their network. (Like the rest of the world). So, HP, you need to live in that environment. Isn't is good that HP, no no one else, defines the world that we live in? So, let's move beyond that and get down to solving client problems. 

So, what is the issue / problem / fix with HP laptops running Windows 10 (and it seems 7) and "going into sleep mode when everything (all power related settings) are set to "Never"?

It now begs the question: "Why has HP been kicking the can down the road for so long with this problem?"

Even simpler, what do I need to do to make this problem "go away" for my client?

 

HP Support Agent
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HP ENVY TS 17 Notebook PC Goes to Sleep Randomly -- all power settings set to "never"

@JoeNaples
Thank you for posting back. 

 

Without performing troubleshooting steps, it's not possible to isolate the issue. 

If its software related issue, we can fix it without shipping the computer in for repair. If its hardware related issue then the computer needs to be serviced. 

Let's perform these steps to see if it gets resolved:

  1. Go to Control Panel, then click Power Options.
  2. From the Select a power plan page, click Choose what the power buttons do from the list on the left panel.
  3. On the Define power buttons and turn on password protection page, you then have the option of choosing what happens when you:
    • press the power button
    • press the sleep button
    • When I close the lid- select the sleep option (not shutdown or hibernate)
    • Now check again.

If it does not work then please perform all the prescribed steps from this link:http://hp.care/2gMk20y and follow the option “The computer does not wake up from sleep or hibernate mode”.Then check if the issue is resolved. Please disable Hybrid sleep as well.

This should fix the issue.

Please change the power plan and set it to high performance from this link:http://hp.care/2rUUbXB Now check for issue resolution.
If the issue persists, thy this step: Start Menu, select Settings, then Personalisation and then Lock Screen Make sure that the dropdown menu under the Screen saver heading is set to None if it already is, select another option, Apply it and then select None again Click Apply and Ok to save any changes.
Keep me posted for further assistance.

ECHO_LAKE
I am an HP Employee

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